- The School Space staff member started late
- The space wasn't ready
- The customer before me finished late
If your booking started late -firstly we’re really sorry. We understand how important it is that your sessions start on time and we have processes in place to make sure that this happens. However, as sometimes things don’t always go as planned, here’s what to do if your booking starts late.
We do ask that if your booking starts late, you don’t finish your booking late without verifying it with our on-call team, as this could affect the customers using the space after you.
The School Space staff member arrived late:
If you’re at the school and our staff member isn’t there to open the space, please call our on-call number (London: 0800 311 8322/Oxfordshire & Berkshire: 0800 311 8445). They will contact the right people, and make sure that the space is made available to you.
If our staff member arrived late to your booking, please email us on info@school-space.org with details of:
- the date
- the space
- the time you were able to enter the space
As we get reports from our on-site team detailing any issues or incidents during bookings, it’s likely we will already be aware of the issue (and we might have emailed you already).
What happens next?
- If you had a one-off booking with us - our Customer Operations team will then issue a refund.
- If you have a regular booking with us - our Customer Operations team will discount your next booking.
The compensation will be given pro-rata based on the lost time.
If the space was not ready or the customer prior to you left late:
If you arrive at the space and it’s not quite ready to use or it’s not possible to use at all, please let our on-site team know or call our on-call number (London: 0800 311 8322/Oxfordshire & Berkshire: 0800 311 8445). They will contact the right people, and make sure that a suitable space is made available to you.
If you arrive at the space and it’s not ready to use, but you are able to spend time making it ready available for your use please email us on info@school-space.org with details of:
- the date
- the space
- the time you were able to use the space
As we get reports from our on-site staff detailing any issues or incidents during bookings, we may already be aware of the issue (and we might have emailed you already).
What happens next?
- If you had a one-off booking with us - our Customer Operations team will then issue a refund to reflect the inconvenience caused
- If you have a regular booking with us - our Customer Operations team will apply a discount to your next booking to reflect the inconvenience caused
You may also find helpful:
My booked space wasn't found as expected
An explanation of our late charges
What to do if you have a complaint (and what we do to solve it)